1st Line IT Support Technician / First Line IT Support Engineer

Netteam tX Ltd; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

Netteam tX is seeking a First Line Support Technician to join our Helpdesk Team in Manchester. This role offers the chance to provide first-line technical support, manage incidents, and develop skills in a supportive environment. The ideal candidate is ambitious and passionate about technology, looking for a rewarding opportunity in IT support. Training is provided to facilitate progression to a Second Line role as you grow your technical knowledge and client relationship skills.

Benefits

Flexibility to work from home

Workplace Pension

Comprehensive training offered

Work-life balance

Qualifications

• Ability to work independently and as part of a team.
• Proven history in troubleshooting and resolving issues.
• Willingness to learn new software and hardware skills.

Responsibilities

• Provide first-line technical support in a Service Desk environment.
• Manage incidents from logging to resolution.
• Diagnose and resolve technical issues, escalating as necessary.

Skills

Troubleshooting

Customer Service

Technical Support

Education

IT Related Degree

Tools

PSA/RMM tools (e.g., Autotask, AEM)

Job description

Job Title: First Line Support Technician


Location: Manchester


Salary: Competitive

Job Type: Permanent, Full Time

An exciting opportunity has arisen to join us as an First Line Support Technician. Netteam tX is a comprehensive IT Managed Service Provider (MSP) offering a complete suite of technology solutions to businesses across the UK.

At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centered around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great.

About the Role:

We are looking for an ambitious First Line Support Technician, to join our Helpdesk Team, working from our Manchester office.

You will provide first-line technical support in a Service Desk environment for multiple clients, working closely with other Support Technicians. You will manage incidents from logging to resolution, gaining valuable exposure to a diverse range of technologies and enhancing your knowledge and skills.

This is the perfect opportunity for someone currently working as a First Line Support Technician, looking to develop their skills or someone who is looking for their first role in IT and is passionate about delivering excellent customer service.

Training will be offered to support someone with aspirations to move into a Second Line role.

Responsibilities:

Answering incoming calls to Service Desk, logging and actioning end-user service requests in PSA system, following Service Desk procedures and policies

Address technical queries promptly and efficiently, prioritising them to meet KPIs and customer service expectations

Providing timely updates on tickets to end-users via telephone and email systems

Diagnose and resolve technical issues, escalating where necessary using escalation process and protocols

Install, maintain, and troubleshoot client hardware and software in accordance with company standards, including reconfiguring and performing system upgrades when necessary

Setting up new devices for our client base, both Windows and Mac

Completion of laptop pre-builds and post-builds

Maintain and update accurate client site documentation via IT Glue

Comply with company's Information Security policies and procedures

Managing your time efficiently and planning your day accordingly

Keep up to date with new technologies adopted by Netteam and our client base

Improve your technical knowledge through company training and self-studyAbout you:

Experience:

Ability to work unsupervised, independently and as part of a team

IT Related Degree Or Relevant Qualifications Highly Desirable

Have a proven history of being able to troubleshoot and resolve issues, technical or outside IT

Able to demonstrate a good all-round knowledge of IT principles

Experience with PSA/RMM tools such as Autotask, AEM and IT Glue to provide enhanced support services to all clients would be advantageous

Experience in initial remote diagnostics along with analysis and monitoring would be advantageous

The willingness to learn new software and hardware skills

Knowledge of Microsoft Windows Server/Desktop environments

Knowledge of Microsoft cloud solutions including Office 365, Backup/DRaaS and related technologies

Overall appreciation of client system security

Experience of MSP and or Hospitality is advantageous but not essentialPersonal Attributes:

Friendly and professional

Excited about tech and thrives on developing understanding of new technologies

Possesses good written and verbal communications skills and the ability to clearly communicate complex technical issues to non-technical clients

Recognises the importance of frequent and clear communications

Keen to research new products and information around technical solutions that could provide answers and solve problems which benefit the whole team

Feel that every day is a day of learning

Disciplined, with the ability to priortise and execute tasks under pressure

Harnesses pressure to deliver resultsWhy join us?

We make work life balance a normal, not a benefit

We offer some flexibility to work from home

A fun and productive place to work

Great team of people to work alongside

Workplace Pension

Comprehensive inhouse and external training offered

Competitive salary that reflects your skills and experienceDiversity and Inclusion:

We are proactively committed to creating a diverse workforce at Netteam tX. We value diversity and inclusion; we want to attract the best people for all our roles. This is regardless of age, ethnicity, sexual orientation, gender, disability, socioeconomic status or religious beliefs.

Other:

In line with our recruitment policy and client expectation, some roles will be subject to a basic DBS disclosure.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience of: Support Analyst, IT Advisor, IT Account Manager, SQL, Technical Account Manager, Solutions Consultant, Customer Success Executive, Customer Excellence Manager, Client Support, IT Services Manager, IT Sales Account Manager, may also be considered for this role